performance monitoring information for the entire network, end to end, all in real-time
• The Change Management Processes are underpinned by a commitment to deliver network changes quickly and reliably and exactly to the agreed date. Changes fall into different category types depending upon complexity, each with its own SLA-guaranteed response time
• Vanco has a proactive fault reporting process. Vanco’s target is to identify and inform the client of 80% of faults before they call Vanco (the “spotting rate”). The onus of fault identification is therefore transferred to Vanco. Vanco engineers are incentivized to achieve these targets. This is supported by highly automated systems and processes.
• High quality of call handling. When calling the network management centre all customers are asked to vote on the quality of customer care they receive. Over the last quarter Vanco experienced 99.8% satisfaction with call handling as measured by this v:spond system.
• Regardless of the customization of the SLA, there is an overriding stipulation that if Vanco does not meet its SLAs, it is liable to refund 100% of the monthly network management fee - a commitment understood to be unrivalled in the networking industry

"Vanco’s Virtual Network Operator approach and service orientated culture were structured to deliver exactly what we required. We were particularly impressed with Vanco’s carrier management skills, an area which we had traditionally found difficult. We are free to focus on core IT issues, safe in the knowledge that it’s in the hands of industry experts. The team at Vanco seems much more focused than those at its peers. Fault escalation is easier and its internal processes work smoothly.

For us this is extremely refreshing. Costs have decreased by about 35% and our workload has been cut. Every site now has always on connectivity to core corporate applications and the service we receive is first rate."
Simon Rutter, IT Procurement Director at Cemex